Customer Service Manager

***** ******, ******** *******, MI586-***-****(abkgte@r.postjobfree.com

GERILYNN KEEHN

Professional Competence

Overall Management

Experience with inbound and outbound customer service/call centers

Responsible for up to 70 staff members

Skilled in interviewing, hiring, training, mentoring and disciplining

(including terminating) staff

Project Management

Making sure company, team and individual goals/objectives are met

Ensuring service level and occupancy are at proper levels

Monitoring AHT (average handle time), ACW (after call work time), and

hold time

Team Management

Use of Blue Pumpkin and proprietary systems to coordinate department

scheduling with staff time off requests

Use of proprietary systems and E-Time to process staff payroll

Observed agents during live and taped calls to ascertain quality

control

Issued monthly written evaluations to team members

Personal Management

Received incoming calls from Blue Cross Blue Shield of Michigan

members regarding insurance issues and questions (researching claims,

calculating premium amounts due and past due, enabling/disabling auto

withdrawal, advising of policy coverage, and checking status of

applications)

Handled escalated calls (irate callers)

Monitored a queue of up to 50 incoming calls, answering overflow when

necessary

Recommended changes to improve efficiency and effectiveness

Created, implemented, oversaw and distributed bonus and incentive

plans

Assisting customers via inbound calls, outbound calls, e-mail, and

live chat (placing orders, answering questions and concerns, problem

solving and trouble shooting (undelivered packages/problems with

website/discontinuation of items))

Sales experience as a Regional Account Manager

Prospected sales over the phone, prepared proposals and closed new

business

Built a base of clients by cold calling, e-mail marketing and warm

sales referrals

Named "Team Player of the Year" in 2000 by Harte-Hankes Market

Intelligence (HHMI)

Set and confirmed appointments in an inbound/outbound call center

Employment History

2010-present (laid Customer Service Rep eVitamins, Shelby

off) Customer Service Rep Township, MI Allegra

2009-2010 Appointment Direct Communications,

2008-2009 Coordinator Troy, MI

MI RealSource, Troy, MI

2006-2008 Dependent Audit BUDCO, Highland Park, MI

Supervisor

1999-2006 Assistant Operations HHMI, Sterling Heights,

Manager MI

1996-1999 Phone Room Yee/Minard and

Supervisor/Project Associates, INC,

Manager Southfield, MI

Education

Business Management Macomb Community Macomb County, MI

College

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